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My usage page on the App is still showing my Variable rates before the Energy Price Guarantee?

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Why is the app not showing the new rate agreed in Oct 1st.
the account side of the app is still making errors

JeffusBest Answer

Rank 20

Updated on 20/10/23 by Abby_OVO:

Thanks...we are electricity only with OVO as there is no distributed gas here.

I have done the health check twice and told to wait 45 days…. its now 83 days.

Do you suggest I call them or email/chat OVO

Hi @Scalpaynewbie given you say loop is working it is certainly worth a try. It doesn't sound like a meter issue as you say.

I would recommend sending a private message via the ovo twitter or Facebook page.

The ovo staff there can make the change as they have access to your account

In the private message you need to include your name, address, account number and date of birth to pass security, along with your request to change your electricity meter reading frequency to 30min.

It is probably easier than waiting on the phone or webchat as you don't actually need to speak to anyone.

Give it a week after the request and see if anything changes

For up to date information about the current price cap please head to our website. Or check out this helpful FAQ to find out more about how this may impact you and what support is available:

If you’re worried about your bills, we have lots of support available. See here for more information about OVO’s Customer Support Package.

Emmanuelle_OVO

Retired Moderator

Hey @Scalpaynewbie,

I should be able to help with this, I just need a bit more information.

Were you on the Simpler Variable Tariff? Or a fixed rate and affected by the Energy Price Guarantee?

Can you send a screenshot of the App and Online Account where it shows your plan details. And send a screenshot of your tariff confirmation letter, where it shows your new rates.

Let’s get to the bottom of this!

Renewable Energy? Big Fan.

ScalpaynewbieAuthor

Rank 2

I’m on variable plan and d/d. The plan has correct billing rate but the usage screen is still showing previous plan (26.xxpence) . The meter is transmitting data because The correct info is being seen by the Loop App (new app) and correct consumption/charges.
so issue is in the OVO online app or your billing process.
I’m consuming approx 35-40Kwhr/day.. and the app is showing much less. Sending meter readings is easy but that not the point. I want to see consumption daily on the OVO app.

Jeffus

Rank 20

Hi @Scalpaynewbie

Have a look on this page on website not the app

https://account.ovoenergy.com/meter-readings/history/electricity

Here is mine for example

You can toggle to show the estimated readings which can sometimes help.

These are the readings that are driving the bills.

When did the daily smart meter readings stop?

Quite a few people have had issues recently that have rectified themselves over time, including me

Jeffus

Rank 20

Hi @Scalpaynewbie

When the bill is working you should see something like this if your bill straddles over the 1st Oct and you are on the Simpler Energy tariff.

This is mine as an example

ScalpaynewbieAuthor

Rank 2

The meter has not (according to the web page..NOT App) been getting Smart reading since Aug 21...in fact on the web page never a smart reading since it was installed in Aug 2020.

Thats not correct as it was working in smart mode up to mid June when Ovo was preparing to go standalone.

Info is getting to DCC (government communication ) as I’ve registered with the app Loop Energy….so it definite;ly OVO’s internal issue.

All my reading history says “Manual” except 25th Sept (Smart)….

Jeffus

Rank 20

Hi @Scalpaynewbie OK.

So we have seen a few different issues before with other posters

So let's rule out one of them. Ask OVO to set both your gas and electricity meters for 30min readings.

We see a few customers where OVO pick up a very different frequency of readings on an ongoing basis and this surprisingly fixed it. Sometimes once a month or even less if the monthly reading failed for some reason.

So let's try that unless you have already asked them to do that recently?